Associate

**OUR STORY**

**ROLE**:
A **CMA Associate** is the initial customer contact for our Human Resources Outsourcing (HRO) customers. This vital role will interface with customers via inbound calls and/or outbound calls for the purpose of resolving routine problems and/or provide services.

**Key responsibilities of the role include**:

- Simple information inquiries
- Dispatching tickets when unable to resolve within group
- Data input that can be done as 1st contact resolution (real-time communication channel)
- Answer and greet customer’s calls in a courteous, friendly and professional manner using Alight policies, procedures and/or practices.
- Listen attentively to customer needs/concerns; demonstrate empathy.
- Clarify customer requirements; probe for and confirm understanding of requirements and/or problem as the first contact resolution.
- Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
- Prepare and complete accurate work and update customer ticket/file via system.
- Conduct correspondence with customers and team members.
- Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to the appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participate in activities designed to improve customer satisfaction and business performance.
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Maintain a broad knowledge of Alight’s services (HR Administration, Talent Administration etc.)
- Activities involve different and unrelated processes and methods.
- Unusual or complex situations and problem solving are deferred to higher levels for approval prior to implementation.
- Direction is provided on assignments with incumbent determining appropriate use of established methods, tasks and priority.

Some scope in determining priority or approach to work in absence of established procedures but guidance is readily available and required prior to taking any special action or exception

**Working with us**

**Our commitment to Diversity and Inclusion**

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

**Diversity Policy Statement**

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

**Authorization to work in the Employing Country**

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**DISCLAIMER**:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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